Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
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Job Description:
- 6+ years of customer service experience, preferably in a fast‑paced or high‑volume environment
- Minimum of 3 years of managerial or leadership experience with a proven track record in team performance, development, and operations management
- Highly preferred: Experience in healthcare programs and managing work‑from‑home (WFH) teams
- Exceptional interpersonal, customer service, problem‑solving, verbal and written communication, and conflict‑resolution skills
- Strong proficiency with relevant technologies, including computers, software applications, CRM tools, and phone systems
- Demonstrated ability to improve or transform team processes across functions
- Strong metric management skills to drive individual, team, and departmental efficiency and productivity
- Proven coaching and leadership capability to develop, motivate, and enhance employee performance
- Strong delegation and project management skills across functions
- Ability to lead continuous improvement initiatives and manage work streams tied to call center metrics and monitoring tools
- Ability to operate effectively in a complex, global environment while influencing results
- Strong operational and financial acumen; ability to lead multiple sites
- Advanced problem‑solving skills with the ability to anticipate issues, troubleshoot, and implement proactive solutions
- Demonstrated customer‑centric mindset and advanced customer service skills
- Ability to multitask and remain calm under pressure, especially during peak periods
- Strong reporting and financial analysis skills (cost‑effectiveness, cost‑benefit, budgeting)
- Competency in Performance Management, Discipline Management, and Conflict Management
- Monitor daily performance metrics (AHT, service levels, quality grades) to ensure standards are consistently met
- Partner with the Operations Manager to administer the program and implement both client and internal policies
- Ensure proper management of day‑to‑day operations
- Attend weekly client meetings or as needed to discuss program performance and key metrics
- Represent operations during client visits, present performance updates, and escalate significant issues
- Attend weekly operations reviews and present action plans on identified gaps
- Consolidate and respond to operational issues reported by the Operations Manager
- Escalate issues beyond authority to the Senior Operations Manager
- Notify the Account Manager, Director, and SVP of Operations of any system issues impacting call handling
- Submit weekly and monthly operations review reports to the SVP of Operations and clients
- Manage customer complaints to ensure they are minimized or resolved at acceptable levels
- Collaborate with Account Manager, Operations Director, and SVP to further develop the program
- Work with Operations Manager, Training Manager, Quality Manager, and Process Improvement Manager to design development programs for associates
- Recommend new or improved procedures to support Continuous Process Improvement (CPI)
- Evaluate management and contact center practices for opportunities to improve efficiency and employee satisfaction
- Ensure compliance with HIPAA policies and Privacy Rules, and lead implementation of related procedures
- Support performance‑driving initiatives with the Process Improvement Manager
- Collaborate with the Quality Manager to ensure monitoring coverage per the SOW
- Coordinate with the Training Manager on the Training Calendar, trainee readiness, and operational transition
- Ensure daily productivity standards are met
- Provide daily leadership and motivation to the Operations, Training, Quality, and Process Improvement teams
- Conduct monthly one‑on‑one coaching sessions with Managers and provide data‑driven performance feedback
- Develop and implement strategic communication plans for timely and accurate relay of updates
- Develop incentive programs aligned with performance targets
- Conduct weekly meetings with Managers to review performance, address issues, and share best practices
- Create development and succession plans for the leadership team
- Lead and support employee engagement and workplace programs
- Consult with the Operations Director or VP on personnel or program‑related decisions
- Coordinate with clients for login ID upgrades, promotions, and ID deletions due to attrition
- Conduct spot checks on agents and provide feedback via TLs and Quality teams
- Liaise with Vendor Managers daily to address operational metrics and concerns
- Coordinate with the Transition Program Manager on deliverables during transition and implementation phases
- Coordinate with Training, Quality, Reporting, and Special Projects teams on operational needs and process improvements
- Ensure timely submission of daily, weekly, and monthly reports to clients
- Submit monthly invoices and supporting documents to Vendor Managers during the first week of each month
- Perform tasks assigned by the Senior VP for Operations as needed
- Prepare composite reports from subordinates' inputs
- Communicate with internal departments regarding operational or personnel matters
- Manage overall project budgeting, financials, KPI improvement strategies, client relationships, profitability, planning, and process enhancements
- Coordinate with cross‑functional teams and clients during transition phases to ensure smooth implementation
- Lead recruitment and hiring of key program personnel from both internal and external sources
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What We Do
Sagility is a U.S.-based, tech-enabled healthcare business process management company that supports payers, providers, and their partners to deliver best-in-class operations, enhance the member and provider experience, improve the quality of care and promote health equity all while delivering cost-effective healthcare financial and clinical outcomes. Sagility Technologies uses a holistic consulting approach to identify the root causes of healthcare payer and provider pain points, analyze the issues, and provide a complete solution that encompasses people, process, and technology platform improvements. Equipped with a strategic solutions mindset, our core focus is on what most benefits the client. Combining healthcare operations and technology experience with advanced UI, UX, and analytics expertise, we develop and deploy customized solutions for our client’s business. Additionally, with our extensive global resources and facilities, we provide the best service/price ratio for any service outsourcing needs.
